Job Description

Job Location: Richfield, OH - Richfield, OH 44286

Position Type: Full TimeEducation Level: 2 Year Degree

Travel Percentage: Up to 25%

Job Shift: Day

Job Category: Information TechnologyCSM Kenworth in Richfield is looking for a talented individual to join our team as an IT Support Specialist! Main responsibilities will include responding to employee technical support requests and providing support to the network and server security systems. We are a successful and growing dealer group with locations in over four states that is looking to add another valuable member to our high performing team!

Responsibilities

• Build, upgrade, and configure desktop/laptop devices
• Assist with the management of hardware devices and phone system
• Daily help desk administration
• Desk side and field phone, computer, printer, network and Wi-Fi support
• General IT support for users of various technical backgrounds, both local and remote
• Troubleshoot reported technology problems
• Participation in remote support of Enterprise-wide help desk reported issues and incidents
• Regional branch visits and support

Primary Duties

• Answer user inquiries regarding computer software or hardware operation to resolve problems
• Set up equipment for employee use, performing or ensuring proper installations of cables, operating system and appropriate software
• Install and perform minor repairs to hardware, software, or peripheral equipment
• Maintain helpdesk and Project Management records of daily communication transactions, problems and remedial actions taken or installation activities
• Read technical manuals, confer with users, or conduct computer diagnostics to investigate and resolve problems or to provide technical assistance and support
• Escalate major hardware or software problems or defective products to tier 2 support (technicians or Help Desk Manager) or tier 3 (vendors) for service
• Develop training materials and procedures, or train users in the proper use of hardware or software
• Confer with staff, users, and management to establish requirements for new systems or modifications
• Install and troubleshoot Windows computers
• Assist with patching all computer systems and related devices
• Provide Enterprise-wide remote support for helpdesk-reported issues and incidents
• Regular regional branch visits for field support as needed – travel up to 25%
• Participate in IT on-call rotation, providing support off-hours and weekends as needed
• Other duties as assigned

QualificationsRequirements

• Associate’s Degree in any field, Information Technology, or other IT-related field is a plus
• At least one year in a professional help desk, IT Support or similar role
• Strong communication skills
• Ability to work effectively in a team environment
• Proven ability to work with individuals of various technological backgrounds, to help troubleshoot and set up systems
• Must possess strong listening, critical thinking, and time management skills
• Must have strong customer service skills and an ability to establish strong working relationships
• Knowledge of phone systems, operating systems, networking, Wi-Fi, Microsoft and Cloud technologies, and related IT tools and systems